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Four Sins of Customer Experience

Posted by Fred Beer on March 21, 2017 in categoryStrategycategoryUser Experience

Customer experience is the key to sustainable differentiation of a product or service. It is what drives customers to become advocates for your brand.

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Free Your Users

Posted by Sean Flaherty on February 22, 2017 in categoryStrategycategoryUser Experience

It’s human nature to want to be free, to seek autonomous choice and to want to feel in control. There are several key tactics to experiment with to build autonomy support into our technology systems.
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Anatomy of an Experience

Posted by Fred Beer on February 13, 2017 in categoryStrategycategoryUser Experience

By being methodical and designing experiences that inspire, you can engage people and pull them up the loyalty ladder one experience at a time.
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Journey Framework with pKPI's

Posted by Sean Flaherty on February 02, 2017 in categoryStrategy

The customer journey isn't quite what we think it is. Therefore, you need some indicators to measure where they are along the loyalty ladder.
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Separating Value from Waste

Posted by Fred Beer on January 23, 2017 in categoryStrategycategorySoftware Quality

Thinking about your product development in terms of filtering out noise and amplifying signal can help focus your product on the value it is delivering.
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